Summary
Overview
Work History
Education
Skills
Affiliations
Professional Development
Software Systems
Date of Birth
Timeline
Generic

Mark Cooke

Camperdown,Australia

Summary

An accomplished project professional, I bring a wealth of experience in change management, organisational redesign, and process improvement. My expertise encompasses a broad range of areas, including process measurement, project management, regulatory compliance, and business risk assessment, alongside proficiency in agile methodologies and quality assurance. I excel in transformation roles, where my key strengths lie in relationship and people management, enabling me to effectively identify and navigate complex business challenges. With highly developed written and verbal communication skills, I am adept at managing conflicting demands and priorities, ensuring that I maintain a strong focus on time management and attention to detail. This combination of skills allows me to drive successful outcomes in dynamic environments, fostering collaboration and innovation throughout the project lifecycle.

Overview

30
30
years of professional experience

Work History

DIRECTOR

Ndoto Afrika
11.2013 - Current
  • Ndoto Afrika is a not-for-profit organisation dedicated to fostering self-reliance and sustainable living solutions for rural communities across Africa. The initiatives primarily focus on enhancing sanitary and hygiene facilities in schools, thereby promoting health and education.
  • My role encompasses the management of treasury functions, government reporting, operational processes, and administrative tasks. This includes conducting thorough assessments of project costs and evaluating the feasibility of various initiatives, ensuring that funds allocated for projects are effectively managed and distributed.

SENIOR CHANGE MANAGER

FEDERAL GOVERNMENT - DIRECTORATE MARITIME ENGINEERING AND LOGISTICS
07.2021 - 04.2025
  • Led the creation of a comprehensive change management framework for the Maritime Systems Directorate, ensuring a structured approach to implementing organisational changes and enhancing operational efficiency. This initiative involved conducting a thorough gap analysis to identify discrepancies between current practices and the desired future state, facilitating targeted improvements.
  • Established a unified Assurance Cell to streamline processes and enhance collaboration across various teams. This initiative included the standardisation of business practices, promoting consistency and reliability in operations, which ultimately leads to improved service delivery and user satisfaction.
  • Transformed the Naval core learning modules from a traditional paper-based format into a digitalised system, providing stakeholders with immediate access to essential training materials.

CHANGE MANAGER

NSW GOVERNMENT - DIGITAL CHANNELS UNIT
10.2019 - 06.2021
  • Oversaw the Agile project delivery to onboard Agencies onto the digital platform utilised by the NSW Government, ensuring efficient and effective service delivery across all of their channels.
  • Led the creation of a ticket management system within JIRA, designed to efficiently allocate and oversee approximately 22,000 incoming customer inquiries each month, streamlining operations across six internal customer service teams.
  • Initiated the development of a comprehensive Managers Information System (MIS) that enables accurate forecasting and resource allocation, leveraging both current workload data and historical trends to optimise team performance and service delivery.

CHANGE MANAGEMENT

FEDERAL GOVERNMENT - MARITIME SYSTEMS DIRECTORATE
07.2018 - 06.2019
  • Organise and lead workshops with relevant stakeholders to comprehensively identify all functional activities and tasks, ensuring that business-as-usual (BAU) processes are both repeatable and sustainable over time.
  • Led the creation of a triage support log designed to document interactions with stakeholders. This log will serve as a valuable tool for recognising recurring themes and issues, which can then inform the development of targeted training and educational programs.
  • Initiate the development of a showcase program along with marketing materials to effectively promote the new BAU team and its functions, fostering a better understanding of the resources and assistance they can expect.

BUSINESS PERFORMANCE CONSULTANT

QantasLink
02.2018 - 09.2018
  • Conducted a comprehensive two-day leadership workshop aimed at defining the local vision and mission, as well as formulating a strategic operating plan for the next five years.
  • Led the initiative to develop and map a functional master set, which included clearly defining leadership roles and responsibilities.
  • Created a detailed communication register designed to effectively manage and enhance communication efforts within the local team.

PROGRAM CHANGE MANAGER

FEDERAL GOVERNMENT - MARITIME SYSTEMS DIVISION
05.2017 - 12.2017
  • Formulate a comprehensive strategy to facilitate effective engagement between the program and the enterprises affected by its implementation, ensuring that all stakeholders are actively involved and informed throughout the process.
  • Led the initiative to establish a project governance team dedicated to enhancing project and change management capabilities for personnel impacted by the program, thereby fostering a structured approach to managing transitions and ensuring alignment with organisational goals.

CHANGE MANAGER

NATIONAL AUSTRALIA BANK (MLC)
02.2014 - 03.2017
  • Engaged with key stakeholders to conduct thorough impact assessments, identifying specific training and communication needs, and meticulously documenting the organisational change management plan to facilitate a smooth transition.
  • Achieved the successful transition of over 140 processes to twenty-eight business units within MLC and NAB, demonstrating effective change management and operational integration while minimizing disruption to business operations.

SENIOR CHANGE MANAGER

NSW GOVERNMENT - SYDNEY/NSW TRAINS
08.2012 - 01.2014
  • Conducted in-depth observations of end users to gain insights into their workflows and systems, enabling the creation of a comprehensive impact assessment.
  • Provided coaching to affected business units, empowering them to create their own operational procedures and develop tailored training materials that align with their unique needs and processes.
  • Oversaw the IT partnership with Fujitsu, focusing on enterprise infrastructure aspects such as design, release deployment, and strategic planning.

CHANGE MANAGER

WESTPAC GROUP
01.2011 - 02.2012
  • Collaborate with affected stakeholders to create comprehensive impact assessments, pinpoint training and communication requirements, and document the organisational change management strategy effectively. This process ensures that all aspects of the change are thoroughly understood and addressed.
  • Design and produce tailored communication and training materials specifically for the business users who will be affected by the changes. This documentation will facilitate a smoother transition and enhance user engagement during the implementation phase.
  • Perform change readiness assessments to evaluate the organisation’s preparedness for adopting new processes and systems. In instances where potential risks are identified, develop and implement mitigation strategies to address these challenges proactively, ensuring a successful transition for all involved parties.

NATIONAL PROCESS AND CHANGE MANAGER

COMMONWEALTH BANK AUSTRALIA
12.2009 - 01.2011
  • Analyse and implement changes to credit risk policies, ensuring that over 250 employees across five states are effectively informed and trained on new procedures, thereby enhancing overall compliance and risk management practices within the organisation.
  • Oversee system release and project planning efforts, coordinating with cross-functional teams to ensure timely delivery of improvements and enhancements, while continuously monitoring the impact of these changes on operational efficiency and employee performance.

ORGANISATIONAL DESIGN ANALYST/COACH (EMPLOYEE)

COMMONWEALTH BANK AUSTRALIA
02.2004 - 12.2009
  • Successfully led the execution of three distinct projects utilising the Define, Measure, Analyze, Improve, Control (DMAIC) framework, which was instrumental in achieving Lean Six Sigma Green Belt certification. This structured approach ensured a thorough examination and enhancement of processes, leading to significant operational improvements.
  • Achieved certification as a Lean Six Sigma Green Belt practitioner by diligently completing all stages of the DMAIC methodology across the aforementioned projects. This accomplishment reflects a strong commitment to process optimisation and quality management principles.

CHANGE MANAGER

COMMONWEALTH BANK AUSTRALIA
02.2003 - 12.2009
  • Conducted comprehensive impact assessments and developed organisational change management plans, while facilitating workshops aimed at creating a procedures manual for seventeen affected business units. This structured approach ensured that all stakeholders were aligned and informed throughout the transition process.

TEAM LEADER

COMMONWEALTH BANK AUSTRALIA
09.2001 - 02.2003
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

TEAM MEMBER SUPPORT

COMMONWEALTH BANK AUSTRALIA
04.1999 - 09.2001
  • Supported team members in achieving project goals through effective communication, collaboration, and problem-solving abilities.

ACCOUNT MANAGER

NATIONAL AUSTRALIA BANK
01.1996 - 04.1999
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.

Education

Bachelor of Psychological Science -

Australian College of Applied Psychology
01.2016

Skills

  • Change management expertise
  • Business process re-engineering
  • Prosci - ADKAR
  • Lean Six Sigma- DMAIC
  • Verbal and written communication
  • Influencing skills
  • Decision-making
  • Problem resolution
  • Process mapping expertise
  • Statistical analysis
  • MS Office applications
  • Training and coaching
  • E-learning development

Affiliations

  • Defence Baseline Clearance
  • Aviation Security Identification Card (ASIC) – Red Card

Professional Development

  • PROSCI/ADKAR accreditation, 2009-01-01
  • Lean Six-Sigma Green Belt accreditation, 2007-01-01

Software Systems

  • MS Office
  • Project
  • Visio
  • ARIS fundamentals (Process Mapping)
  • Flowcharter (Process Mapping)
  • Adobe Captivate 5.5 (eLearning)
  • SPSS (Statistical Analysis)
  • MINITAB (Statistical Analysis)

Date of Birth

16 August 1978

Timeline

SENIOR CHANGE MANAGER

FEDERAL GOVERNMENT - DIRECTORATE MARITIME ENGINEERING AND LOGISTICS
07.2021 - 04.2025

CHANGE MANAGER

NSW GOVERNMENT - DIGITAL CHANNELS UNIT
10.2019 - 06.2021

CHANGE MANAGEMENT

FEDERAL GOVERNMENT - MARITIME SYSTEMS DIRECTORATE
07.2018 - 06.2019

BUSINESS PERFORMANCE CONSULTANT

QantasLink
02.2018 - 09.2018

PROGRAM CHANGE MANAGER

FEDERAL GOVERNMENT - MARITIME SYSTEMS DIVISION
05.2017 - 12.2017

CHANGE MANAGER

NATIONAL AUSTRALIA BANK (MLC)
02.2014 - 03.2017

DIRECTOR

Ndoto Afrika
11.2013 - Current

SENIOR CHANGE MANAGER

NSW GOVERNMENT - SYDNEY/NSW TRAINS
08.2012 - 01.2014

CHANGE MANAGER

WESTPAC GROUP
01.2011 - 02.2012

NATIONAL PROCESS AND CHANGE MANAGER

COMMONWEALTH BANK AUSTRALIA
12.2009 - 01.2011

ORGANISATIONAL DESIGN ANALYST/COACH (EMPLOYEE)

COMMONWEALTH BANK AUSTRALIA
02.2004 - 12.2009

CHANGE MANAGER

COMMONWEALTH BANK AUSTRALIA
02.2003 - 12.2009

TEAM LEADER

COMMONWEALTH BANK AUSTRALIA
09.2001 - 02.2003

TEAM MEMBER SUPPORT

COMMONWEALTH BANK AUSTRALIA
04.1999 - 09.2001

ACCOUNT MANAGER

NATIONAL AUSTRALIA BANK
01.1996 - 04.1999

Bachelor of Psychological Science -

Australian College of Applied Psychology

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